[Hiring] Help Desk Service Specialist @CACI International

Role Description

Responsible for applying configuration and data management control disciplines to the design, development, and support of software, hardware, and other complex systems. Develops, analyzes and maintains tools that support and automate processes for establishing and maintaining consistency of a product's or solution's performance, functional, and technical attributes and its requirements, design, and technical specifications throughout its lifecycle. Develops standards, processes, and controls supporting product/solution configuration, data management, and release activities. Provides guidance and status to software developers, engineering staff, quality assurance, and configuration/release teams related to process and tool design alternatives, solution lifecycle processes, and compliance with established procedures for configuration/data management.

This role focuses on resolving user issues, facilitating access, maintaining data integrity, escalating tickets when appropriate, and supporting continuous improvement of Salesforce workflows and processes. The employee serves as a key partner to end users by offering responsive assistance, troubleshooting system challenges, and helping enhance overall user experience.

• Deliver timely end-user support for Salesforce issues, including login/access challenges, navigation questions, and functional troubleshooting.
• Triage incidents and assign appropriate priority levels; document cases with clarity and completeness in alignment with internal standards such as DRD MA-008 where applicable.
• Resolve Tier 1–2 issues and escalate complex or system-level concerns to Tier 3 vendor support as needed.
• Support user onboarding by walking customers through features, permissions, and general use of Salesforce tools.
• Assist with workflow improvements by identifying recurring challenges and recommending updates or training opportunities.
• Contribute to the creation and maintenance of Tier 0 Knowledge Articles to improve self-service support resources.
• Collaborate with system administrators, platform teams, and cross-functional groups to ensure consistent and accurate case resolution.
• Participate in testing, validation, and deployment support for new features or enhancements.
• Maintain confidentiality and adhere to organizational policies when handling user information or system access.

Qualifications

• Experience supporting Salesforce users in a help desk, service desk, or admin-related capacity.
• Familiarity with Salesforce permissions, profiles, workflows, and case management.
• Strong analytical skills with the ability to troubleshoot issues methodically.
• Effective communicator able to translate technical concepts into user-friendly guidance.

Requirements

• Salesforce Administrator certification or equivalent hands-on experience.
• Experience working with ServiceNow or similar ITSM tools.
• Background supporting federal or large enterprise Salesforce environments.
• Ability to train users or create user-friendly job aids.

Benefits

• A culture of integrity.
• An environment of trust.
• A focus on continuous growth.
• Comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Company Description

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.